1st Line Technical Support Agent

You’ll answer incoming support calls, manage support tickets and carry out first-line troubleshooting across our phone systems, mobile products, broadband, internet connectivity and networking services.

This is a hands-on customer support role. You’ll need to enjoy helping people, communicate clearly and work methodically to identify problems and get customers back up and running.

What you’ll be doing

• Answering incoming technical support calls professionally and promptly.
• Logging, prioritising and managing tickets, keeping clear records of faults, troubleshooting and next steps.
• Providing first-line support for cloud phone systems, handsets, softphones and mobile apps.
• Investigating issues with making and receiving calls, call quality, voicemail and call routing.
• Supporting mobile customers with SIM activation, connectivity, mobile data and basic device settings.
• Troubleshooting broadband and connectivity faults, including loss of service, slow speeds and intermittent connections.
• Carrying out basic checks on routers, Wi-Fi, switches, cabling and local networks.
• Making routine configuration changes within your training and access permissions.
• Working with suppliers and carriers to investigate faults and obtain updates.
• Escalating more complex issues to our second-line technical team with clear notes and the checks already completed.
• Keeping customers updated and confirming that their issue has been resolved before closing a ticket.
• Helping improve our support guides and identify recurring problems.

• Previous experience in technical support, an IT service desk or telecoms support.
• A confident, professional telephone manner and strong customer service skills.
• A practical understanding of broadband, Wi-Fi and basic networking.
• A logical approach to troubleshooting and a willingness to learn.
• The ability to explain technical issues in straightforward language.
• Good organisation and accurate written notes.
• Someone who takes ownership, follows up and stays calm when customers are frustrated.

Experience supporting VoIP or hosted phone systems, mobile services and business broadband would be particularly useful. Familiarity with ticketing systems such as Zoho Desk would also be an advantage.

You don’t need to know every product on day one, but you should have a solid technical foundation and be comfortable investigating faults while speaking with customers.